Customer Success Specialist

Remote from: USA
Salary, yearly, USD: 40,000 - 50,000
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Views / Applies: 48 / 9

Empowering students through innovative learning experiences.

Education Management
2018

AI Summary

Think Academy US is seeking a Customer Success Specialist to support K-12 students and parents primarily through chat, email, WeChat, and phone. This remote full-time role requires Mandarin fluency and involves handling inquiries, resolving issues, and guiding customers through their learning journey. The ideal candidate has customer service experience, strong problem-solving skills, and the ability to work flexible hours, including weekends. The pay range is $20-25 per hour, equating to an annual salary of $40,000-$50,000. This position is critical to ensuring a positive user experience and improving operational workflows.

Role DNA

Job Complexity

Easy Hard

AI Insight The role requires strong communication and problem-solving skills but is entry-level with no advanced technical requirements. The main challenge is handling multiple channels and urgent situations, but overall difficulty is moderate.

Salary Analysis

AI Insight The offered salary range of $40,000-$50,000 is competitive for a remote Customer Success Specialist role, falling within the market median. The midpoint of $45,000 aligns with industry standards for entry-level positions in this field.

Key Skills

Customer Success Mandarin K-12 Education Remote Support Problem Solving Communication WeChat CRM Escalation Management Bilingual

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Success Specialist position at Think Academy US. With my background in customer service and fluency in Mandarin and English, I am confident in my ability to provide exceptional support to parents and students. I have a strong track record of resolving complex issues and ensuring a positive user experience. I am eager to contribute to Think Academy's mission of using technology to enhance education.

Thank you for considering my application.

Possible Interview Questions

Can you describe a time when you handled a difficult or irate customer? How did you resolve the issue?

In my previous role, a parent was upset about a billing error. I listened empathetically, apologized, and investigated the issue. I found the error was due to a system glitch, processed a refund, and followed up to ensure it was resolved. The parent appreciated my promptness and professionalism.

How do you prioritize tasks when handling multiple customer inquiries simultaneously?

I assess urgency and impact. For example, if a parent is unable to access a class, that takes priority over a general course inquiry. I use a ticketing system to track and ensure no request is missed, and I communicate expected response times to customers.

Why is Mandarin fluency required for this role, and how would you use it to support customers?

Mandarin fluency is essential because many of our parents prefer to communicate in Mandarin. I would use it to provide clear explanations about courses, learning progress, and technical issues, ensuring they feel comfortable and understood.

Describe a situation where you identified a recurring customer issue and suggested a process improvement.

I noticed many parents asked about the same login issue. I documented the steps and created a FAQ guide. This reduced repetitive inquiries and improved response time. I also shared the feedback with the product team to enhance the user interface.

How do you stay organized and manage your time in a fast-paced environment?

I use tools like Trello and calendar blocks to schedule tasks. I set aside time for urgent requests and batch similar tasks. Daily checklists help me stay on track, and I regularly review priorities to adapt to changing demands.

Job Title: Customer Success Specialist

Location: Remote

Job type: Full-time Contractor

Pay Range: $20-25/hour

Mandarin Speaking and writing is required for this position

Who We Are:

Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group(NYSE: TAL), is recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL’s online and offline education platform.

Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting student’s learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.

This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels.

What You Will Do:

Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone.
Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication.
Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved.
Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience.
Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience.
Maintain a high standard of service quality, empathy, and professionalism in every interaction.
Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

Work Hours:

Day shift:
- Mon-Fri: 10am-7pm
- Sat-Sun:8:30am-5:30pm
Night shift: 3pm-12am
Candidates who are available Fri-Sun will be given priority

How You can be Qualified:

Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired.
Fast learner with the ability to understand complex processes, policies, and product details.
Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations.
Excellent communication skills — capable of explaining information simply, professionally, and empathetically.
Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting.
Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families.
Tech-savvy and comfortable using multiple communication tools and internal systems.
Excellent verbal and written communication skills
Fluency in Mandarin is required; proficiency in English communication is essential.

Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Apply now >